Assessment of E- Banking Service Quality on Customer Satisfaction in Commercial Bank of Ethiopia
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Date
2016-05
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Addis Ababa University
Abstract
The major objective of this study was an amassment of E- Banking Service Quality in
the selected district of commercial bank of Ethiopia in Addis Ababa area. Purposive
sampling was used to select branches. Moreover, random sampling was applied to
select respondents. Data collection instrument which was used in this study was
questionnaire and interviews. The research design was mixed approach and various
statistical tools like chi- square test, frequency, percentage, Cronbach’s Alpha was
applied and the following findings were identified. The respondents confirmed the
presence of trust in E-banking services. E-banking was reliable with CBE. E-banking
has impact on customer satisfaction. Moreover, assessment was made on quality
service of e-banking in the context of five dimensions of service quality which are
reliability, responsiveness, assurance, empathy and tangibles. In order to describe
further the researcher designed hypothetical statement to be tested by chi- square and
all the hypothetical statements failed to be accepted and alternative hypothetical
statements were accepted. List of recommendations has been presented based on the
finding of the survey conducted. The CBE should improve provision of ATM, internet
banking and POS services to satisfy all customers in standard and functional manner.
It should also decrease the down time of the network at all levels, retain the existing
e- banking customers and to improve e- banking service quality, the bank should
continuously maintain error - free transactions through e-banking. Moreover, the
bank management should improve e- banking quality service so as to satisfy
customers’ needs and pay attention to e-banking customer complaints in order to
satisfy the customer expectation. The management of the bank should regularly run
research activities in order to keep a regular truck of customer satisfaction level of e-
banking services quality and conduct further on the impact of e-banking service
quality dimensions on technological trust and usage by customers of commercial
bank of Ethiopia.
Key words: Commercial Bank of Ethiopia, E- banking, service quality dimension,
reliability, responsiveness, assurance, empathy, tangibles and customer perception
Description
Keywords
Commercial bank of ethiopia, E- banking, Service quality dimension, Reliability, Responsiveness, Assurance, Empathy, Tangibles and customer perception